Help desk software is a necessary improvement in customer support. Service that relies on direct phone contact is inefficient and unpleasant. Effort is wasted when call representatives must handle a multitude of questions without prior information, in a process repeated with each customer. Any information sought by caller support is done after the fact, through [...]
Matrix42, a company providing client lifecycle and IT service management, announced a survey study of theirs concluded that 80% of companies would be deploying user-self-help portals for software requests and/or IT services. The survey specifically asked participants whether their organization would allow end-users to begin Windows 7 migration themselves, through a self-help portal, and of [...]